This article applies to Classic Commerce. (Looking for Contextual Commerce documentation?)
Sometimes customers request a backup CD of your digital product after their order is placed and completed. To complete this request, go to SpringBoard's Store Home » Order Creator. Scroll down the page to where it says Base on Existing Order. Enter in the Order ID from the customer's original order. Select Start with items from the existing order, and click Next.
Change the Unit Price of any product from the original order to zero.
Products without License on CD
If the backup CD does not contain a digital product that requires a license, select the checkbox next to Add CD / DVD File Backup. Note: The price shown was previously set up as the price for the backup CD offer. Click Confirm.
Products with License on CD
If the backup CD contains a digital product that requires a license, then adding the backup CD to the order will issue a second license to the customer. To avoid this issue, you can change the email address of the newer order temporarily to your support email address so that the new license gets emailed to you, but the backup CD will still get shipped to the customer.
After you have changed the Unit Price of any product from the original order to zero, click Save. Click to Edit the Recipient's email address, and click Save. Click Edit Order. After you complete the next step and click Confirm, you should change the email address back to the customer's original email address.
Select the checkbox next to Add CD / DVD File Backup. Note: The price shown was previously set up as the price for the backup CD offer. Click Confirm.
We're Here to Help
If you need assistance adding a backup CD after an order has been placed, please open a support ticket.